Welcome to the Double FAQs page on all things "Client Portal"!
The bookkeeping experience
Where can I go to see all client questions?
Client portal questions are accessible from:
The client list
The client's close page
The client list
On the client list, there is a column called "Client Portal" that gives an overview of all questions. Click into the cell to view all questions from the client list.
The close page
Under the Close tab, navigate to "Client questions."
What does "New close" and "Old close" mean on a transaction question?
The transaction questions table provides a consolidated view of all transaction questions across every close period. In some cases, a red tag may appear beneath the transaction date to highlight important details related to that transaction.
Because each close period includes 12 months of trailing data, a question attached to a transaction outside of that timeframe will display either a "New Close" tag (indicating the transaction can be edited in a later close) or an "Old Close" tag (indicating it can be edited in an earlier close).
If one of these tags appears, the most up-to-date version of the transaction can be found in a different close period.
More on "New close, Old close, Deleted" transaction questions 👉 HERE!
The client portal experience
Why can't my clients see the questions I have asked them in their portal?
The most common reason why a client portal contact cannot access their questions in the portal are:
Assignable questions is enabled but questions are unassigned
The client is not in the right company (if merged contact)
Tip: Preview the portal to see what the contact sees
1) Assignable questions
If questions have been left unassigned, Double will post a notice in the client's Portal Settings that says something like "There are X questions that need to be assigned."
If that's the case, assign questions to all contacts to resolve the issue.
How to assign questions to client portal contacts
Under the transaction or non-transaction question tabs, insert an assignee in to the Assignee cell
If the Assignee cell is blank, no contacts have access to the question
If the Assignee cell has a name populated, only that portal contact has access to the question
To assign or re-assign a question, click into the Assignee cell and choose a contact name from the drop down options.
2) Merged client portal contacts
If the client has more than one business in Double, they may need to choose the correct business from the switcher tool in the top right-hand corner of the portal.
More on merged contacts 👉 HERE!